AKIFKHALEELY MOHAMMED

• Managed overall night operations, ensuring seamless front office performance and consistent guest experience aligned with Hoxton brand standards
• Delivered service in line with LQA (Leading Quality Assurance) standards, maintaining high levels of guest satisfaction and consistency
• Resolved complex guest complaints with professionalism, improving satisfaction, trust, and guest loyalty
• Proactively identified guest needs and delivered personalised service, contributing to repeat stays and positive guest sentiment
• Supervised and coached night team members, building a motivated, accountable, and high-performing team culture
• Conducted night audit processes, including cash handling, reconciliation, and accurate financial reporting
• Ensured full compliance with health, safety, and security procedures across the property during overnight operations
• Responded effectively to emergencies, following crisis protocols and ensuring guest and staff safety at all times
• Trained and onboarded new employees, improving team capability, consistency, and service delivery
• Collaborated with housekeeping and maintenance teams to ensure operational readiness for next-day arrivals
• Maintained strict adherence to brand standards and operational procedures across all overnight activities
• Delivered proactive and personalised guest service, enhancing overall experience and strengthening guest loyalty

• Managed overall night operations, ensuring seamless front office performance and consistent guest experience
• Resolved complex guest complaints with professionalism, improving satisfaction and loyalty
• Supervised and coached night team members, building motivated and high-performing team culture
• Conducted night audit processes, including cash handling, reconciliation, and financial reporting accuracy
• Ensured full compliance with health, safety, and security procedures across property
• Responded effectively to emergencies, following crisis protocols and maintaining guest and staff safety
• Trained and onboarded new employees, improving team productivity and service consistency
• Collaborated with housekeeping and maintenance to ensure operational readiness for next day
• Maintained brand standards and enforced company policies during all overnight operations
• Delivered proactive guest service, anticipating needs and enhancing overall experience

Worked across multiple hotel brands and properties in London, quickly adapting to different operational standards, systems, and team structures while maintaining consistent service excellence.

• Managed night operations across a range of hotels including Dorsett City London, Hotel Saint, Holiday Inn Camden, and other high-volume properties
• Rapidly adapted to different brand standards, PMS systems (Opera, Opera Cloud), and operational procedures
• Delivered consistent guest experience across varied environments, maintaining high service quality standards
• Resolved complex guest complaints professionally, turning challenging situations into positive outcomes
• Supervised and motivated diverse teams, fostering strong teamwork and maintaining high morale
• Conducted night audits, cash handling, and financial reconciliations with accuracy across different systems
• Ensured compliance with health, safety, and security procedures in each property
• Responded effectively to emergency situations, following hotel-specific crisis protocols
• Trained and supported new and temporary staff, improving shift efficiency and team performance
• Collaborated with housekeeping and maintenance teams to ensure operational readiness for morning operations
• Maintained flexibility to step into new environments with minimal supervision and deliver immediate impact

• Managed daily reception operations, ensuring smooth check-in and check-out processes and consistent guest experience
• Supervised and led a team of receptionists, improving service quality and operational efficiency
• Implemented a new booking system, enhancing front office workflow and operational accuracy
• Resolved guest complaints promptly and professionally, improving client satisfaction and repeat business
• Consistently contributed to positive guest reviews through proactive service delivery and issue resolution
• Supported achievement of strong guest feedback scores by maintaining high service standards at reception
• Delivered high standards of customer service, resulting in positive guest comments and improved overall satisfaction
• Coordinated closely with housekeeping and maintenance teams to maintain hotel standards and room readiness
• Supported event planning and execution, ensuring successful delivery of on-site guest events
• Handled emergency situations calmly and effectively, following hotel safety and operational procedures
• Trained and onboarded new reception staff, ensuring consistent service standards and team readiness
• Monitored front desk operations to ensure compliance with brand standards and service expectations

• Progressed from Customer Service Representative to Senior Team Lead, with consistent promotions approximately every 12–18 months based on performance and leadership capability
• Promoted through multiple roles over time, demonstrating continuous growth in responsibility, leadership scope, and performance delivery.
• Led teams of 30+ staff, driving KPI performance, service quality, and customer satisfaction in a high-volume contact centre environment
• Transitioned into sales leadership, contributing to revenue growth through improved conversion rates and performance management
• Coached and developed team members through regular training sessions, feedback cycles, and structured performance reviews
• Implemented new operational strategies to improve efficiency and support achievement of business targets
• Produced weekly, monthly, and quarterly performance reports, forecasts, and operational insights for senior management
• Organised workforce scheduling and rota planning to ensure optimal staffing during peak operational periods
• Monitored individual and team performance, identifying gaps and taking corrective action to maintain service standards
• Streamlined internal communication through structured weekly team meetings and reporting routines
• Ensured payroll and timesheet accuracy, reducing discrepancies and improving operational compliance
• Acted as a key liaison between operations, quality, and leadership teams to ensure alignment on performance goals

• Handled customer sales using Point-of-Sale (POS) till systems, processing payments accurately and efficiently
• Greeted customers warmly, advised on promotions, and guided product selections to enhance shopping experience
• Optimised customer experiences through exceptional communication and relationship-building skills
• Used exceptional communication and relationship-building abilities to provide first-class service for optimised customer experiences.
• Maintained up-to-date knowledge of current trends to offer expert product advice and generate positive customer feedback
• Increased monthly revenue by delivering personalised client services and effectively identifying customer needs